LinkPoint Connect User Guide Microsoft Outlook

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68 White Street, Suite 2, Red Bank, NJ 07701 Copyright LinkPoint360

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LinkPoint Connect User Guide

Microsoft Outlook & Salesforce Integration


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Rev. 02.20.15 Page 2 Copyright LinkPoint360

Fall 14 Release All Rights Reserved.

Table of Contents

OVERVIEW ................................................................................................................................................... 4

About LinkPoint Connect .............................................................................................................................................................................. 4

About the Fall 14 Release............................................................................................................................................................................ 4

A Note about Software Upgrades................................................................................................................................................................ 4

INSTALLING LINKPOINT CONNECT ......................................................................................................... 5

Installing LinkPoint Connect ........................................................................................................................................................................ 5

Entering a License Key ................................................................................................................................................................................ 10

Connecting LinkPoint Connect to Salesforce .......................................................................................................................................... 13

USING THE LINKPOINT CONNECT PANEL IN OUTLOOK .................................................................... 16

Showing and Hiding the LinkPoint Connect Side Panel ......................................................................................................................... 16

Viewing Salesforce Data in Outlook ......................................................................................................................................................... 19

Enabling and Disabling LinkPoint Connect Side Panel Navigation Pane Items .................................................................................. 23

CREATING SALESFORCE RECORDS FROM MICROSOFT OUTLOOK ................................................. 25

Creating a New Salesforce Contact from Outlook ................................................................................................................................. 25

Creating Outlook Contacts from Email Signatures ................................................................................................................................ 29

Using Active Update to Update Contacts in Salesforce ......................................................................................................................... 31

Creating a New Contact Using Jigsaw ..................................................................................................................................................... 37

Relating a New Outlook Contact to an Existing Salesforce Account ................................................................................................... 39

Relating a New Outlook Calendar Item to an Existing Salesforce Record .......................................................................................... 43

Creating a New Salesforce Opportunity from Outlook .......................................................................................................................... 47

Creating a New Case in Salesforce from Microsoft Outlook ................................................................................................................. 50

Creating a New Account in Salesforce from Microsoft Outlook........................................................................................................... 53


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RECORDING EMAILS TO SALESFORCE .................................................................................................. 56

Recording an Email to Salesforce from Outlook ..................................................................................................................................... 56

Recording Attachments with Emails ........................................................................................................................................................ 63

Editing Email Content When Recording to Salesforce from Outlook .................................................................................................. 66

Scheduling Follow Up Actions When Recording an Email...................................................................................................................... 69

Adding Salesforce Contacts as Email Recipients in Outlook ................................................................................................................. 73

Using Salesforce Email Templates in Outlook ......................................................................................................................................... 77

Attaching Salesforce Documents to Outbound Emails in Outlook ...................................................................................................... 87

Recording Emails to Salesforce with Smart Record and Smart Send ................................................................................................... 91

Searching and Recording Based on Secondary Email Address .............................................................................................................. 96

SYNCING WITH LINKPOINT CONNECT ................................................................................................. 99

Understanding LinkPoint Connect Sync Functionality ........................................................................................................................... 99

Configuring LinkPoint Connect Manual Sync Settings .........................................................................................................................100

Syncing Calendar Items between Outlook and Salesforce with Manual Sync ..................................................................................106

Syncing Contacts between Outlook and Salesforce with Manual Sync.............................................................................................112

Syncing Tasks between Outlook and Salesforce with Manual Sync ...................................................................................................117

Configuring LinkPoint Connect Auto Sync Settings ..............................................................................................................................122

Running Background Synchronization with Auto Sync Settings .........................................................................................................127

Rebuilding LinkPoint Connect Sync History ...........................................................................................................................................128

CONFIGURING LINKPOINT CONNECT ................................................................................................. 132

Configuring LinkPoint Assist ....................................................................................................................................................................132

Configuring the LinkPoint Connect Side Panel......................................................................................................................................139

Configuring LinkPoint Connect Record Functionality ..........................................................................................................................143

Configuring Smart Record/Smart Send ..................................................................................................................................................151

Configuring the LinkPoint Connect Salesforce Connector ..................................................................................................................153

Configuring LinkPoint Connect with a Salesforce Sandbox Account .................................................................................................161

Configuring LinkPoint Connect with a Salesforce Partner Portal (Communities) ...........................................................................167

REPORTING WITH LINKPOINT CONNECT .......................................................................................... 172

Viewing LinkPoint Connect Usage Reports in Salesforce .....................................................................................................................172

WORKING WITH LINKPOINT CONNECT CONTEXTUAL HELP ......................................................... 173

Finding Knowledge Base Articles within LinkPoint Connect ...............................................................................................................173


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Overview

About LinkPoint Connect

LinkPoint Connect streamlines data entry and access by enabling users to instantly view CRM data within their email

client. Users can record inbound/outbound emails to contacts, leads, opportunities, cases, and custom objects with just

a few clicks. Users can also instantly create new contacts from an email signature with simple drag-and-dropfunctionality, eliminating manual data entry. LinkPoint Connect synchronizes calendars, contacts and tasks to the CRM

directly from the email application, and robust configuration options let users control how and which data is recorded

and synched.

About the Fall 14 Release

The LinkPoint360 development team is dedicated to enhancing our products and solutions with a constant eye to user

experience and productivity. The Fall 14 release is designed to provide LinkPoint Connect users with enhancements

that provide additional inroads for CRM adoption.

Features new to LinkPoint Connect with the Fall 14 release are noted throughout this User Guide with this symbol:

A Note about Software Upgrades

Products and services provided by LinkPoint360 are automatically updated by default. Individual users may, in mostcases,change their update preferenceswithin LinkPoint Assist. Some organizations may request that upgrades be

disabled by default and then manually released at the discretion of internal IT teams. If you see new features or

functionality listed within the release notes but do not see the new features in your instance of LinkPoint Connect,please contact your System Administrator.
http://www.linkpoint360.com/kb/configuring-linkpoint-assist-outlook-salesforce/http://www.linkpoint360.com/kb/configuring-linkpoint-assist-outlook-salesforce/http://www.linkpoint360.com/kb/configuring-linkpoint-assist-outlook-salesforce/http://www.linkpoint360.com/kb/configuring-linkpoint-assist-outlook-salesforce/


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Installing LinkPoint Connect

Installing LinkPoint Connect

In this section, you will learn how to install the LinkPoint Connect software. Users can access the LinkPoint

Connect Installer in several ways including the Salesforce AppExchange, LinkPoint360 Evaluation Form, or a

direct link provided by a LinkPoint360 Account Executive. All methods provide access to the same Installer forusers of both the free trial and licensed product.

The following steps apply to individual user installation of the LinkPoint Connect for Microsoft

Outlook+Salesforce. For users in Terminal Services or Citrix environments, please refer to additional

documentation.

Select the link for the LinkPoint Connect installer provided in the welcome email, or enter the URL in your

browser address bar and press enter.

Click theSave Filebutton within the dialogue box to download the LinkPoint Installer to your system.

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Locate the file LinkPointSalesforceSetup.exe on your computer and double click the file to launch the

installer.

Click Nexton the first screen within the LinkPoint for Salesforce InstallShield Wizardto start the

installation process.

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Select the I accept the terms in the license agreementoption, and then click the Nextbutton to proceed.

Close Microsoft Outlook if you have not done so already. Be sure to close the email application before clickingthe Nextbutton in the Installer to continue.

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Select the installation preferences within the Custom Setup screen. By default, the Installer will place theLinkPoint Connect software on the system hard drive. Click the Nextbutton to continue.

Review the Current Settingsfor the installation. Click the Backbutton to make changes, or click the Install

button to start the installation.

Tip:LinkPoint Connect relies on a common Microsoft technology called .NET Framework 4 Client Profile

which comes pre-loaded on Windows 7 and above. If your computer does not already have this installed, it willautomatically be downloaded as part of the LinkPoint Connect installation process.

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With the Configure LinkPoint checkbox selected, click the Finishbutton to exist the installer.

Tip:If you are not ready to configure LinkPoint Connect, you can uncheck the Configure LinkPointbox and

click Finish. Follow the steps for Entering a License Key in the next section of this User Guide when you are

ready to proceed.

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Entering a License Key

In this section, you will learn how to enter your LinkPoint Connect License Key, which is necessary in order to be

able to use the product.

Launch theLinkPoint Assistwindow.

Tip:You may automatically arrive within LinkPoint Assist by checking the option to Configure LinkPointwhen

finishing the installer. You can also access these settings by right clicking the LinkPoint Assisticon in thesystem tray near your desktop clock and then selecting Configure.

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Enter the required information for the First Name, Last Name, and Email Address fields.

Enter the License Keyprovided in the welcome email, and click Verify License.

Tip:If you are installing LinkPoint Connect as part of the free trial, the License Key will be Evaluation. This fieldmay be already be populated for you.

Warning:If you have purchased LinkPoint Connect after participating in the free trial, you will need to follow

the steps to update your License Key from Evaluation to the License Key provided in your welcome email.

Tip:If you enter your unique license key but the field reverts back to an Evaluation license key, your firewall

may be blocking access to the LinkPoint Connect server or there may be an issue with the proxy settings. Please

contact your internal IT team for assistance.

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Click Applyand then click Okto save the changes.4


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Connecting LinkPoint Connect to Salesforce

In this section, you will learn how to connect your Salesforce account to the LinkPoint Connect tool.

Launch theLinkPoint Assistwindow, and select Salesforcefrom the left-hand menu.

Select Connect Nowwithin the Connection window to configure LinkPoint Connect for Salesforce.

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Enter your Salesforce User Name and Password, and click the Log in to Salesforcebutton.

Click Allowto enable LinkPoint Connect to access your Salesforce account and display your Salesforce

information in Microsoft Outlook.

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LinkPoint Connect will test the connection to Salesforce. This may take a few moments. Click OKonce the Test

Connection window displays the Connection succeeded message.5


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Using the LinkPoint Connect Panel in Outlook

Showing and Hiding the LinkPoint Connect Side Panel

The LinkPoint Connect Side Panel is designed to enable users to spend the majority of their time working

directly within Microsoft Outlook and still see content that is updated in real time from Salesforce. Users can

also jump directly to specific records in Salesforce, without the need to search and scroll for information. TheSide Panel enables users to see the specifics about who the contact is, where users left off in the sales or

support process, and the interaction that others in the company may have had with the contact. The LinkPoint

Connect Side Panel shows what is in Salesforce, lets users access the information dynamically.

Open Microsoft Outlook. The LinkPoint Connect Side Panel will automatically appear by default.1


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Select the LinkPointtab on the Outlook Ribbon, and click the Show Side Panelbutton to enable the Side

Panel.

Select the LinkPointtab on the Outlook Ribbon, and click the Hide Side Panelbutton to disable the Side Panel.

Click the orange arrowin the bottom right of the LinkPoint Connect Side Panel to collapse the Side Panel.

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Click the orange arrowagain to expand the Side Panel in Outlook.5


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Viewing Salesforce Data in Outlook

The LinkPoint Connect Side Panel enables users to view their Salesforce CRM data directly within Microsoft

Outlook. This section will demonstrate the types of information that are accessible within the LinkPoint

Connect Side Panel and how users can interact with the data.

Open Microsoft Outlook. The LinkPoint Connect Side Panel will automatically appear by default. The LinkPoint

Connect Side Panel will automatically populate with data related to the selected email if the contact s email

address exists within Salesforce.

Explore the seven main sections of the LinkPoint Connect Side Panel.

Contact List: All contacts included in the To, From, Cc, and Bcc fields for the selected email are listed and

available for reference. Select one from the list to view the Salesforce information for that record within theLinkPoint Connect Side Panel.

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Search Bar:Enter the name of any Salesforce contact and press Enter to search for and view the Salesforce

information for that record within the LinkPoint Connect Side Panel.

Tip:If you are looking for a Salesforce contact but cannot remember the name, try searching for the Account or

Opportunity. The LinkPoint Connect Side Panel will return all of the matching contacts from the search results

under the Contact List for you to choose from.

Business Card: View basic information related to the contact such as Contact Name, Job Title, Company,

Telephone Number, and Email Address.

Tip:You can click the account name within the Business Card to launch the account record in Salesforce. You

can click the email address in the Business Card to launch a new email window within Outlook.

Shortcut Icons: Choose how to act on the data presented in the Side Panel using icons that make it quicker to

work with.

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Related Information: Review data from Salesforce that relates to the selected contact. View emails, accounts,

opportunities,cases, andcustom objects by selecting items in the Navigation Pane.

Navigation Pane: Select the Related Information to display for a specific contact.

Drop Zone: Create new contacts, leads, or accounts by highlighting an email signature, clicking down on the

selection, and then dropping the content on one of the icons.

Double click on items listed within the Related Information section of the Side Panel to preview the Salesforce

content within Microsoft Outlook.

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Scroll through the content in the Quick View window. Click the arrows to move between Salesforce items by

clicking the arrows.

Click the red X in the top right corner of the window or click anywhere on screen outside of the Quick View

window to close it.

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Enabling and Disabling LinkPoint Connect Side Panel Navigation Pane Items

LinkPoint Connect offers users the flexibility to choose which items appear within the Side Panel in Outlook.

This section will demonstrate how to add, remove, and rearrange the content displayed in the Side Panel.

Navigate to the LinkPoint Connect Side Panel, and click the +/-icon in the bottom right of the NavigationPane.

Select the option to Show More Buttonsto add to the list of items available in the Navigation Pane. Select

Show Fewer Buttonsto reduce the number of items available.

Tip:You can also click and drag the top of the Navigation Pane to increase or decrease the size of the pane.

This will automatically show or hide buttons.

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Select Navigation Pane Options

Choose the items to display in the Navigation Pane by selecting or deselecting the checkboxes in the Display

buttons in this orderlist. Select an item and click the Move Upand Move Downbuttons to change the orderthat the items appear in the Navigation Pane. Click OKto save changes or Cancelto discard them.

Select Add or Remove Buttonsto see a quick view of available options for the Navigation Pane. Click items

with a checkmark to deselect them and remove them from the Navigation Pane. Click items without

checkmarks to add them to the Navigation Pane.

Tip:The configuration options mentioned in this section are based on the standard out-of-the-box settings for

LinkPoint Connect. If you do not have these settings available, it is possible that they have been disabled by

your internal IT admin.

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Creating Salesforce Records from Microsoft Outlook

Creating a New Salesforce Contact from Outlook

LinkPoint Connect promotes CRM adoption by offering a variety of shortcuts to encourage users to add new

contacts, opportunities, and accounts to Salesforce. This can be done easily from Outlook.

Tip:Depending on how an organization has configured LinkPoint Connect to mirror your existing business

processes, users may not have all of the options described in the following section. Contact your admin for

more information.

Select an email from a new contact. Note that the LinkPoint Connect Side Panel searched Salesforce for the

contact and was unable to return a record matching the senders email address.

Tip:LinkPoint Connect searches for contacts based on primary email address. If you receive an email from an

existing contact and the LinkPoint Side Panel does not return a matching contact, it is possible that the contact

may be in Salesforce under a different or secondary email address. You can verify before creating a newcontact by using the Search Bar in the LinkPoint Connect Panel to look for the contact by First and/or Last

Name.

Additional Resources:LinkPoint360 can customize the Search Bar to include results from custom fields

including secondary email addresses. Please contact the LinkPoint360 Support Team for more information.

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Highlight the signature within the email. Drag and drop the highlighted signature to the Drop Zone at thebottom of the LinkPoint Connect Side Panel. Release the selection over the contact type you want to create.

This will launch Salesforce in your Internet browser.

Tip:Users can create new Accounts, Contacts, or Leads by releasing the email signature over the corresponding

icon in the Drop Zone.

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Enter any required or additional information to the Salesforce Lead or Contact record. Note that some fields,such as First Name, are prepopulated within Salesforce by LinkPoint Connect. Click Save to create the record.

Tip:LinkPoint Connect will not override any existing business rules within your instance of Salesforce. If

additional fields are required as part of the contact creation, the user will need to enter the information in

order to proceed.

Return to Microsoft Outlook and select the email from the new contact. Note that the LinkPoint Connect SidePanel now displays the contact information from Salesforce.

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Tip:The drag and drop feature also works on Microsoft Outlook Contacts. Drag and drop the contact to the

Drop Zone at the bottom of the LinkPoint Connect Side Panel. Release the selection over the contact type you

want to create. This will launch Salesforce in your Internet browser.


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Creating Outlook Contacts from Email Signatures

LinkPoint Connect promotes Salesforce adoption by offering a variety of shortcuts to encourage users to addnew contacts to their CRM. New with the Fall 14 release, users can take advantage of LinkPoint Connects

productivity tools to create new contacts that are created only within Outlook. Now users can quickly createnew contacts that need to be organized and stored but may not need to be added into Salesforce. In thissection, you will learn how to create Outlook only contacts using LinkPoint Connect.

Select an email from an existing contact.

Highlight the signature within the email. Drag and drop the highlighted signature to the Drop Zoneat the

bottom of the LinkPoint Connect Side Panel. Release the selection over the icon for Create a New OutlookContact.

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Review the information on the Contactscreen within Outlook. Verify the prepopulated information and add

any additional details as necessary.

Choose whether to Synchronize this contact with Salesforce? LinkPoint Connect will not sync any contacts

that do not have a CRM Category assigned to them. Leave this selection blank to create the contact in Outlook

only. For more information, refer to ourguide regarding contact synchronization.

Finish editing the contact information and then click the Save & Close button to create the contact.

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Using Active Update to Update Contacts in Salesforce

LinkPoint Connect users can now update existing contacts in Salesforce directly from Microsoft Outlook andLotus Notes. Contact information for prospects and clients can change often, with new job titles as part of a

promotion or even new phone numbers and email addresses as part of mergers and acquisitions. As usersreceive communication from contacts, they can easily identify any new information and choose the contactdetails to update or keep. Active Update is an enhancement to LinkPoint Connects contact creation tools

featuring easy drag and drop functionality. In this section, you will learn how to update Salesforce contacts

using Active Update.

Select an email from an existing contact. Note that the LinkPoint Connect Side Panel searched Salesforce forthe contact and found a matching record based on the senders email address.

Highlight the signature within the email. Drag and drop the highlighted signature to the Drop Zoneat the

bottom of the LinkPoint Connect Side Panel. Release the selection over the contact type you want to update.

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Tip:Users can update Accounts, Contacts, Leads, or Outlook Only Contacts by releasing the email signature

over the corresponding icon in the Drop Zone.

Review the contact information in the Active Update window. LinkPoint Connect will search Salesforce and

identify any matching records and list them in the top portion of the window.

Tip:You can review some record details, such as the Account and Owner, in the information next to the contact

to be sure you are working with the right record before making any changes.

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Select Create a new Contactto create a new Salesforce record. Confirm the information to include in the new

Contact record by selecting or deselecting the checkboxes for each information field.

Select a Contact to update from the list. Select a checkbox for a field to overwrite the existing Salesforcerecord with the new information for that field. Deselect a checkbox to keep the existing value in Salesforce.

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Tip:Active Update will display the Contact record fields on the left and the existing field values as they appear

currently in Salesforce on the right. The middle column shows you whether or not the information from the

email signature is new. If the information for a field has not changed, it will display (No change). If the details inthe email signature are different than the information in Salesforce, the existing Salesforce data will appear in

grey, italics, and strikethrough. The new value will be displayed in orange. If you deselect the checkbox, the

original data from Salesforce will be displayed.

Example:In this example, we have identified an existing Salesforce record that requires an update. Only two

fields are different between the record for Fred Johnson in Salesforce and the new email signature for Fred

Johnson.

A. For Job Title, we have selected the checkbox to Use New Value. We know that Fred Johnson has a new

title and want to use the new information. The old information appears crossed out, so we know what will

be replaced.

B. For Work Phone 1, we have deselected the checkbox to Use New Value. While Fred listed a new phonenumber in his email signature, we know that the number we already have on his Salesforce record is the

best number to reach him with. The old information appears with no changes and will not be overwrittenafter we apply the updates.


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Click Applyto finalize the selection. This will launch Salesforce in the Internet browser.

Review the contact information within Salesforce and save the changes.

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Return to Microsoft Outlook and select the email from the contact. Note that the LinkPoint Connect Side Panel

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Creating a New Contact Using Jigsaw

LinkPoint Connect provides additional contact information services through a partnership with Jigsaw. This

feature is designed to help users identify new contacts and best align them with their open accounts,

opportunities, and cases. In this section, you will learn how to use Jigsaw to add contacts to your MicrosoftOutlook address book, create new Salesforce contacts, and create new Salesforce leads. Users can enable or

disable the Jigsaw Connector within LinkPoint Assist.


contact and was unable to return a record matching the senders email address within Salesforce. However,contact information is displayed in the Side Panel Business Card because a matching contact record was foundin Jigsaw.

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Tip:You can easily tell that the contact is from Jigsaw by checking the contact type in the top right corner of

the Business Card.

Click the Jigsawicon to open the contact data via Jigsaw in your Internet browser.

Create a new contact using the Jigsaw data using the Side Panel quick icons.

Icon Action

Copy the Jigsaw contact to the MicrosoftOutlook address book

Create a new Salesforce contact from the Jigsawdata

Create a new Salesforce lead from the Jigsawdata

Compose a new email to send to the selectedcontact

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Relating a New Outlook Contact to an Existing Salesforce Account


contacts, opportunities, and accounts to Salesforce. This can be done easily from Outlook. In this section, you

will learn how to relate new contacts in Outlook to existing Salesforce accounts.

Open the New Contactscreen in Microsoft Outlook and enter information for the new contact.

Click theAccount Look Upbutton in the LinkPoint section of the Microsoft Outlook Ribbon.

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Tip:You can also select theunassignedlink in the LinkPoint Connect section of the new contact screen.

Enter the account name in the Searchfield and click the search icon.3


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Select the corresponding account from the Resultslists and click Ok.

LinkPoint Connect automatically makes several changes to the new contact record in Outlook.

1. The option to Synchronize this contact with Salesforce is checked. You can deselect this contact if you do

not want the information to sync.

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The contact will be associated with the selected account once it is created in Salesforce.3. The contact is assigned a Category of CRM to ensure that it is included in the next contact sync.

4. The Company field on the contact record is prepopulated to match the information on the selected

account.

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Finish editing the contact information and then click the Save & Close button to create the contact. LinkPoint

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Relating a New Outlook Calendar Item to an Existing Salesforce Record


contacts, opportunities, and accounts to Salesforce. This can be done easily from Outlook. In this section, you

will learn how to relate new calendar items such as Meetings and Appointments in Outlook to existingSalesforce accounts.

Example:In this example, we will demonstrate how to relate Meetings to existing Salesforce records.

Open the New Meetingscreen in Microsoft Outlook and enter information for the meeting including the

attendees, subject, location, date, time, and content.

Click theLink to Salesforcebutton in the LinkPoint section of the Microsoft Outlook Ribbon.

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Tip:You can also select theunassignedlink in the LinkPoint Connect section of the new meeting.

Review the recommended contacts and items in the Reference Selectionwindow. This information is based on

existing and related Salesforce records. The first item included in the Regardingpane is considered the Primary

Contact, or the first match in Salesforce that LinkPoint Connect was able to find.

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Select any additional contacts or records to assign the meeting to. Double click items on the left pane or clickthe green arrow to add them to the Regardingpane. Double click items on the Regardingpane or click the red

x to remove them. Click the Okbutton to continue.

Tip:Some organizations configure their instance of Salesforce to limit association of records to one who (or

contact) and one what (or item such as case or opportunity). In this instance, you will only be able to assign or

relate the item to one contact and one record in Salesforce. If your organization enables recording to multiplecontacts and/or multiple record types, you will be able to select these items in the Reference Selection window

in LinkPoint Connect. Please speak with your internal Salesforce admin to learn more about how your

organization uses this feature. Contact LinkPoint360 Support for assistance with enabling LinkPoint Connect tomirror your Salesforce processes.

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Finish creating the new meeting and then click the Sendbutton to create the meeting and send it to the listed

recipients. LinkPoint Connect will sync the new meeting to your calendar in Salesforce during the next

scheduled or manual sync depending on your settings. The new meeting will also be added to the selectedrecords in Salesforce.

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Creating a New Salesforce Opportunity from Outlook




processes, users may not have all of the options described in the following section. Contact your admin formore information.

Select an email and note that the LinkPoint Connect Side Panel displays the related contact information. SelectAccount Opportunityor Contact Opportunityon the Navigation Pane to display the Related Information for

the contact.

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Click the Create a new itemicon to create a new opportunity. This will launch Salesforce in your Internet

browser.

Enter any required or additional information in the Salesforce Opportunity record. Note that the AccountName field is prepopulated within Salesforce by LinkPoint Connect. Click Saveto create the record.


additional fields are required as part of the opportunity creation, the user will need to enter the information in

order to proceed.

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Return to Microsoft Outlook and select the email that corresponds with the new opportunity. Note that theLinkPoint Connect Side Panel now displays the new opportunity information from Salesforce.

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Creating a New Case in Salesforce from Microsoft Outlook





Select an email and note that the LinkPoint Connect Side Panel displays the related contact information. SelectAccount Caseor Contact Caseon the Navigation Pane to display the Related Information for the contact.

Tip:Organizations can request customizations to modify the case types and information displayed. In some

instances, users may not have access to case information or may not see details displayed for specific casetypes such as closed cases. Please contact the LinkPoint360 Support Team for more information.

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Click the Create a new itemicon to create a new case. This will launch Salesforce in your Internet browser.

Tip:Click the Create a case from selected emailicon to create a case using the email. This will launch

Salesforce in your Internet browser.

Enter any required or additional information in the Salesforce Case record. Note that the Account Name isprepopulated within Salesforce by LinkPoint Connect. Click Saveto create the record.

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additional fields are required as part of the opportunity creation, the user will need to enter the information in

order to proceed.

Return to Microsoft Outlook and select the email that corresponds with the new case. Note that the LinkPointConnect Side Panel now displays the new case information from Salesforce.

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Creating a New Account in Salesforce from Microsoft Outlook






contact and was unable to return a record matching the senders email address.

Tip:LinkPoint Connect searches for contacts and matching accounts based on primary email address. If you

receive an email from an existing contact and the LinkPoint Side Panel does not return a matching contact, it ispossible that the contact may be in Salesforce under a different or secondary email address. You can verify

before creating a new account by using the Search Bar in the LinkPoint Connect Panel to look for the contact byFirst and/or Last Name.

Additional Resources:LinkPoint360 can customize the Search Bar to include results from custom fields

including secondary email addresses. Please contact the LinkPoint360 Support Team for more information.

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Highlight the signature within the email. Drag and drop the highlighted signature to the Drop Zone at thebottom of the LinkPoint Connect Side Panel. Release the selection over the contact type you want to create.

This will launch Salesforce in your Internet browser.

Tip:Users can create new Accounts, Contacts, or Leads by releasing the email signature over the corresponding

icon in the Drop Zone.

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Enter any required or additional information to the Salesforce Account record. Note that some fields, such asPhone or Billing Address, are prepopulated within Salesforce by LinkPoint Connect. Click Saveto create the

record.


additional fields are required as part of the contact creation, the user will need to enter the information in

order to proceed.

Return to Microsoft Outlook and select the email from the new contact. Note that the LinkPoint Connect SidePanel now displays the contact information from Salesforce.

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Recording Emails to Salesforce

Recording an Email to Salesforce from Outlook

Select an email and click the Record to Salesforcebutton in the top left corner of Microsoft Outlook.

Tip:There are three other ways to access the Record window for LinkPoint Connect.

Right click an email in the inbox and select Record to Salesforcefrom the menu.

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Within an open email, click the Send and Recordbutton.

Select an inbound email and click the Quick Record the email to this recordicon on the Side Panel to

record the email to the senders record in Salesforce.Note that this method will not record

attachments.

Tip:If you select more than one email in your inbox and then follow the steps to record, the same criteria will

be used to record all of the selected emails.


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Choose Contactsto record the email to within the Selectiontab in the Recordwindow. Review the suggestedcontacts displayed in the Record To:section.

Tip:LinkPoint Connect automatically suggests contacts that appear in Salesforce if they are included in the To,

From, Cc, or Bcc fields of the email. If there are no matching contacts in Salesforce, the Record To section will

not display any suggestions.

Warning:Salesforce does not allow users to take action on Contacts and Leads at the same time. Try selecting

only Contacts or only Leads and record the email.

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Enter text in the search field and click Goto search for additional contacts to record the email to.

Tip:Click the file folder to the right of the Search bar in the Record window. You can select the object types to

include in the search results as options to record to. LinkPoint360 recommends selecting Account, Contact,and Leadso that all contact types are available for search when recording.

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Review the search results list, mouse over an item, and click the green arrowto add the contact to the Record

Tolist.

Mouse over an item in the Record Tolist and click the red xicon to remove it from the list. Note that the

removed item will appear on the left side of the Record window.

Tip:You can also double click on an item to add or remove it from the Record To section.

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Select additional items to record the email to from the Relatedlist on the left side of the Recordwindow.

Tip:Salesforce does not allow users to take action on more than one related record type, such as Opportunity

or Case, at the same time. Try selecting only Opportunity or only Case items and record the email.

Enter text in the search field and click Goto search for additional records. Review the search results list, mouse

over an item, and click the green arrowto add the contact to the Record Tolist.

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Tip:By default, LinkPoint Connect is configured to search based on Starts withlogic in the Record window.

Users can add either * or at the start of the search term to perform a Containssearch.

Example:In this example, we want to record an email to an account record. We search for the record using the

word Financialbecause we remember the name of the account has the word Financialin it. However, the

account does not appear in the results because Financial is not the first word of the account name.

To find the right account, we search for *Financial. Now the search returns results for Examplex Financial, which

is the account we were looking for. Now we can proceed with adding the related items to the Record To

window.

Click the Record Nowbutton to record and send the email, or continue on to the next section in this User

Guide.8


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Recording Attachments with Emails

LinkPoint Connect promotes CRM adoption with tools designed to make it simple for users to record emails

and related content to Salesforce without leaving Microsoft Outlook. With flexible configuration settings, users

can quickly record emails to contact, lead, account, opportunity, case, or custom object records with just a fewclicks.

Tip:Recording attachments works the same for both inbound and outbound emails. However, note that

attachments are not recorded when using the Quick Record the email to this recordicon on the Side Panel.

Review the Choose Attachments to Recordsection within the Recordwindow.1


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Select the checkbox for each attachment to record along with the email.

Tip:Attachments are listed but deselected by default in LinkPoint Connect. This gives users the ability to

control the items that are recorded to Salesforce. Many emails contain graphics, such as social media icons in

email signatures, that do not need to be recorded to Salesforce.

Additional Resource:Refer to the Configuring LinkPoint Connect Record Functionality section of this User

Guide for more information on configuring default attachment record settings.

Select the Check all or Uncheck alloptions to select or deselect all of the attachments in the list.

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Editing Email Content When Recording to Salesforce from Outlook

In this article, you will learn how to edit or change the content of the email recorded to Salesforce without

affecting the email recipient's view of the content.

Select the Edittab in the Recordwindow.

Enter or edit the text in the Subject:field.

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Tip:This field automatically populates with the existing subject of the email. Users can alter the subject of the

email to change how it will appear within Salesforce to help differentiate it from other recorded emails with

the same subject line.

Enter or edit the text in the Body:field.

Tip:This field automatically populates with the email string. Users can alter the contents of the email to reduce

the amount of content recorded, such as removing repetitive messages, email signatures, or personal notes.


Guide.

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Tip:Changing content within the Edit tab does not change the content that the email recipient(s) see. These

changes only affect the content that is recorded to Salesforce.


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Scheduling Follow Up Actions When Recording an Email

LinkPoint Connect promotes CRM adoption with tools designed to make it simple for users to record emails

and related content to Salesforce without leaving Microsoft Outlook. With flexible configuration settings, users

can quickly record emails to contact, lead, account, opportunity, or custom object records with a few clicks.

Select the Follow Uptab in the Recordwindow.

Select an option from the Follow up withdrop-down list to create either a Taskor Appointment.

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Example:In this example, we will schedule a follow up Appointment. The process is similar for scheduling

Tasks. Appointments are typically chosen if the action includes other participants. Tasks are typically chosen if

the action is to be completed by a single individual.

Tip:Follow up options are off by default, and the option for Nothingis selected by default. Items will not be

added to your calendar unless you enable and schedule the follow up manually.

Additional Resource:Refer to the Configuring LinkPoint Connect Record Functionality section of this User

Guide for more information on configuring default follow up settings.

Enter the necessary details in the Date, From, and Tofields to note when the Appointment will occur.3


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Review the content in the Subjectfield and make any necessary changes. This will name the Appointment on

your calendar. Note that LinkPoint Connect prepopulates this field with Follow up Email:followed by the

subject line of the email.

Select the contact to associate the Appointment with from the Referencedrop-down list. This list will include

any related contacts that were added to the Selection tab within the Record window.

Tip: Selecting a contact to include in the Reference field simply associates the Appointment with their record in

Salesforce. It does not send a meeting or appointment invitation to the individual.

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Enter notes regarding the Appointment in the Commentfield. Select Append email body to the follow up? to

include the content of the email with the Appointment.

Click the Record Nowbutton to record and send the email.

Tip: The newly created follow up item (i.e. Appointment or Task) is created within Salesforce and saved to your

Salesforce calendar as part of the Record process. Depending on your LinkPoint Connect Sync settings, the

Salesforce calendar item will sync with your Microsoft Outlook calendar.

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Adding Salesforce Contacts as Email Recipients in Outlook

LinkPoint Connect provides unique functionality that gives users access to use their Salesforce data without

leaving Outlook. When creating a new email, sending a reply, or forwarding communication, users can easily

access their existing Salesforce contacts directly within Outlook to include additional recipients. In this section,you will learn how to access and use your Salesforce contacts when working with outbound emails.

Open an outgoing email (either a new or existing email) and click the Salesforce Address Book button on the

Microsoft Outlook ribbon.

Search for Salesforce contacts by entering a full or partial contact name, account name, or email address in theSearchfield and click the Gobutton.

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Tip: Any contacts already included in the To, Cc, or Bcc fields of the email will automatically appear within the

Selections pane of the Email Address Selector window.

Additional Resources:By default, LinkPoint Connect searches for Salesforce Address Book contacts based on

Account Name, First Name, Last Name, or Email Address. LinkPoint360 can customize the Search Bar to include

results from custom fields including secondary email addresses. Please contact the LinkPoint360 Support Teamfor more information.

Select the relevant contact and click the To:, cc:, or bcc:buttons to add the contact as a recipient.3


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Select a contact in the Selections pane and click the Removebutton to remove them from the recipient list.

Tip: Double click a contact in either the Search or Selection pane to quickly move it from one side to the other.

Double clicking a search item will add it as a To: contact in the Selection pane.

Add any additional contacts based on your search criteria. Note that all Salesforce contacts and leads that

match your search hint andhave an email address will be displayed.

Click the Okbutton to confirm the Selections.

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Note that the selections have been added to the corresponding fields within the outbound email. Finalize and

send the email as you normally would.7


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Using Salesforce Email Templates in Outlook

LinkPoint Connect includes the ability for Salesforce users to easily access email templates created and storedwithin Salesforce without ever leaving Microsoft Outlook. LinkPoint Connect users can select a template and

then include Salesforce data specific to the contact to merge data into the template. In this section, you willlearn how to search for, access, and load Salesforce email templates within Outlook.

Create a new outbound email or open an outbound reply to an existing email within Outlook.

Enter the recipient(s) of the email if there are no recipients already populated.

Tip: You can move forward without entering recipients, but you will have more manual data selection to do

when choosing the email template later in the process.

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Click theSalesforce Email Templatebutton on the Microsoft Outlook ribbon.

Select a folder from the Folderdrop-down list. This list mirrors the way that your email templates are

organized within Salesforce.

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Tip: LinkPoint Connect will store a list of recently used email templates under the folder Favoritesfor you to

return to frequently used templates.

Select an email from the Email Templates list.5


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Tip: You can view additional information about each template on the right side of the Salesforce Email

Templates window in the Detailssection. This will help you determine which template is the one you are

looking for.

Click the Applybutton if the selected email does not require any additional steps or data selection.6a


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Click the Nextbutton if the selected email requires additional data selection to populate the template.

Tip:LinkPoint Connect will prompt you regarding next steps in the Instructionssection of the Salesforce

Email Templateswindow.

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Warning: Each templates requirements will vary depending on the values needed for the original template.

LinkPoint Connect will only be able to fill in content for standard Salesforce fields. If your template includesdata merge for custom Salesforce objects, you will see the fields listed under the Merge fields not recognized:section of the Salesforce Email Templateswindow. These fields will appear as field names, without data

populated, in the body of the email.

Example:In this example, we will continue by selecting an email that requires additional data selection.


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Determine the selections for the required template values. If an email template is designed to merge

information specific to the recipient (such as a name, account, and or case), LinkPoint Connect will search

Salesforce for contact information that matches the required fields. Fields that have a single match will benoted in the Selectedsection of the Email Templateswindow and will appear checked off in the Instructions.

Tip:You can insert information into the template for only one contact. If you have multiple recipients on the

email, you will have to manually select which contacts information should be used for the merge fields.LinkPoint Connect will display all matching Salesforce records based on the recipients on the actual email.

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Review the Itemsin the Selectedsection of the Email Templateswindow. Mouse over an item and click the

red x to remove it from the Selected list if needed.

Select any additional items from the Resultsection of the Email Templates window and click the green arrows

to move them to the Selectedlist.

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Tip:LinkPoint Connect will automatically provide matches for required template values. However, if more than

one match is found, you will have to manually select which value should be used for the merge field. LinkPoint

Connect will display all matching Salesforce records as Results.

Enter text in the Searchfield and click Goto search for additional values as needed. Click the green arrowto

add the item to the Selected list.

Tip:If you do not specify a recipient on the email before launching the Email Templates wizard, you will have to

search for all of the template values.

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Click Applyonce all of the template values have been associated with an Item. All of the values in the

Instructions list will have a checkmark once this is complete.

Work with the email template within Outlook, and send and record the email when finished.

Warning: Once you import the template into the email, you will manually need to enter values for any fields for

which LinkPoint Connect was unable to populate data.

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Attaching Salesforce Documents to Outbound Emails in Outlook

LinkPoint Connect helps users be more efficient by providing access to the resources they use right where they

need them. Users are able to access documents that are stored and maintained within Salesforce directly from

Microsoft Outlook. This eliminates the need to toggle between systems to find the right document to attach. Inthis section, you will learn how to access your Salesforce Document Library and attach items to outbound

emails from within Outlook.

Open an outgoing email (either a new or existing email) and click the Attach Library Itembutton on the

Microsoft Outlook ribbon.

Select the Salesforce Folderthat contains the document and view a list of available items in the Documents

list. In some cases, you may need to click to expand nested folders.

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Tip: Note that the document information is displayed below the Documents pane.

Select an item in the Documentspane and click the right arrow to add the item to the Selectedpane.

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Select an item in the Selectedlist and click the left arrow remove the item from the Selected pane.

Click OKto proceed.

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Note that the document from the Salesforce Document Library is now attached to the email. Finalize and send

the email as you normally would.6


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Recording Emails to Salesforce with Smart Record and Smart Send

The Smart Record to Salesforce and Smart Send to Salesforce buttons offer a quicker way of recording emailsto related contacts in Salesforce. LinkPoint Connect checks behind the scenes to identify contacts that match

between the email recipient fields (To:, Cc:, and Bcc:) and Salesforce contacts. The emails are automaticallyrecorded to those contacts that have a match, without the need for the user to work in the LinkPoint ConnectRecord window. Note that Smart Send and Smart Record do not automatically record to other record types (i.e.

Leads) or to other objects (i.e. Opportunity, Case). Users looking for more control over recording should use the

Send and Record to Salesforce button as usual. In this section, you will learn how to use Smart Send and SmartRecord.

Example:In this example, we will demonstrate Smart Record and Smart Send within Microsoft Outlook. The

feature is identical to the version included in Lotus Notes, with the exception that Lotus Notes users will access

the Smart Record and Smart Send options from the Lotus Notes Actions menu.

Select an email (or emails) and click the Smart Record to Salesforce button in Microsoft Outlook ribbon.1


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Tip: There are two other ways to access the Smart Record functionality for LinkPoint Connect.

5. Right click an email in the inbox and select Smart Record to Salesforcefrom the menu.

6. Within an open outbound email, click the Smart Send and Recordbutton.


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LinkPoint Connect will run a background search to determine whether any of the email recipients or senders

match Contact records in Salesforce. The email will be recorded to all matching Salesforce contact records

automatically. A pop-up notification will confirm that the email has been recorded.

LinkPoint Connect will identify any emails that include contacts for which there is no match in Salesforce. Apop-up notification will indicate the email that was not recorded, and the Record window will launch to allow

the user to record the email with options.

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Warning:If there are multiple emails without a matching Contact record in Salesforce, a pop-up notification

will indicate the emails that were not recorded by subject line. However, the Record window will not

automatically launch.

Tip: If you want to record the email to a combination of Contacts and objects such Opportunity or Case, use the

Record to Salesforcebutton instead.


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The CRMCategory will be assigned to the email in Outlook once the email has been recorded to Salesforce.4


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Searching and Recording Based on Secondary Email Address

By default, LinkPoint Connect searches for matching Contacts and Leads within Salesforce based on primaryemail address in order to display matches in the Side Panel and Record window. But in many cases, a single

contact may have multiple email addresses. If a user receives an email from an existing contact and LinkPointConnect does not return a matching contact, it is possible that the contact may be in Salesforce under asecondary email address. Users can now enable secondary email address searching within LinkPoint Connect to

make it easier to find contacts with several email addresses on file. In this section, you will learn how to enable

and disable the setting that manages LinkPoint Connect email search fields.

Warning:Enabling the feature outlined in the following steps may affect search performance time. This

feature is disabled by default.

Click the LinkPoint Assisticon in the system tray with the right mouse button and then select Configure.1


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Fall 14 Release

LinkPoint Connect User Guide Microsoft Outlook

Documents

Transcript of LinkPoint Connect User Guide Microsoft Outlook